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Customer Service Coordinator

2 months ago

Singapore WHS GLOBAL LOGISTICS PTE. LTD. Full time

Job Title: Customer Service Executive

Company: WHS Global Logistics Pte. Ltd.

Job Summary:

We are seeking a highly skilled Customer Service Executive to join our team. The successful candidate will be responsible for coordinating customer logistical needs, interfacing with operations, and maintaining a high-quality service level to all parties.

Key Responsibilities:

  • Coordinate customer logistical needs and interface with operations to ensure efficient planning and execution of daily activities.
  • Develop a good understanding of customer business models and operational programs to provide effective support.
  • Attain knowledge of terminal infrastructure and facilities to ensure smooth operations.
  • Maintain a high-quality service level to all parties, including customers, warehouse staff, and forwarders.
  • Manage customer expectations and handle complaints or inquiries in a timely and professional manner.
  • Responsible for planning, scheduling, and coordinating daily activities for all customers with optimization and anticipation.
  • Order creation for executing operations into the stock accounting system.
  • Communicate effectively with the Operations Department to ensure seamless coordination.
  • Monitor progress of activities and completion time to ensure efficient planning of the next operation.
  • Attend to changes and amendments required by customers, including after office hours.
  • Attend to and troubleshoot issues or problems raised by Operations, including after office hours.
  • Assist with re-documentation and prepare picking lists.
  • Prepare updates and monitor stock and orders in the system.
  • Coordinate daily operations activities and monitor the arrival and collection of shipments.
  • Liaise with forwarders on late or delayed arrivals and collections.
  • Ensure data integrity for all inventory transactions updated in the system.
  • Liaison between clients and warehouse staff on goods receipts and goods release.
  • Arrange and monitor goods collection and delivery.
  • Perform system inventory reconciliation, weekly cycle count, and stock-take.
  • Ensure relevant documents are generated for all updates of activities and rates in the system.
  • Troubleshoot root causes for any inventory variances and assist in the formulation of appropriate preventive actions.
  • Prompt response to queries and ensure proper follow-up for any outstanding queries.
  • Assist in the investigations of service issues and ensure actions are undertaken to close off all issues with customers.
  • Proactively seek improvement opportunities to improve current operations which can enhance the order processing turn-around time.
  • Compliance with ISO, GMP/GDP Guidelines.
  • Ensure the team adhered to ISO procedures, local authority regulatory guidelines on Good Manufacturing Practice (GMP) / Good Distribution Practice (GDP) as well as the client's Regional Quality System in Inventory Management.
  • Any other tasks/projects assigned by the immediate manager.

Invoicing:

  • Assist with weekly and monthly invoice generation.
  • Assist with generating and checking the accuracy of invoicing reports.
  • On-time administration of billing and reporting to customers.

Reporting:

  • Assist with generating required monthly KPI reports.
  • Assist with customers' weekly and monthly reporting.
  • Perform reporting of Key-Performance Indexes (KPIs) accurately and on-time.